927
Views
2
CrossRef citations to date
0
Altmetric
Research Papers

Communication access in the retail environment for people with complex communication needs

ORCID Icon, , ORCID Icon & ORCID Icon
Pages 3189-3198 | Received 04 Sep 2019, Accepted 18 Feb 2020, Published online: 03 Mar 2020
 

Abstract

Purpose

To identify what facilitates retail communication access for people with complex communication needs, and the impact of communication in this context on social inclusion.

Materials and method

Seven adults with lifelong or acquired complex communication needs who used augmentative and alternative communication devices (AAC) and nine retailers participated in interviews to determine factors that contributed to communication access and inclusion. Interview data were analysed using the grounded theory method within an ecological model of social inclusion.

Results

Retail participants did not differentiate between disabilities and their lack of understanding of complex communication needs was a barrier to inclusion. Participants with complex communication needs had received little preparation from speech-language pathologists on how to use AAC effectively when shopping. Communication access was achieved predominantly through participants’ individual self-advocacy.

Conclusions

Organisational and systemic measures are needed to better inform retailers about their responsibilities toward people who use AAC. Business prioritisation of communication access, government programs that differentiate and support people with lesser-known disabilities such as complex communication needs, and speech-language pathology support to use AAC in the retail environment is likely to improve communication access and social inclusion.

    Implications for rehabilitation

  • There is an urgent need to consider.

  • Social policy that differentiates people with complex communication needs and contributes to public awareness of their communication needs.

  • Directly-delivered training for retailers on adjustments for communication access for people with CCN.

  • Support from local disability advocates, speech-language pathologists and disability services for self-advocacy with retailers by people with CCN.

  • Early training aimed at all stakeholders by speech-language therapists in the use of speech generating devices when retail shopping.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.

Log in via your institution

Log in to Taylor & Francis Online

PDF download + Online access

  • 48 hours access to article PDF & online version
  • Article PDF can be downloaded
  • Article PDF can be printed
USD 65.00 Add to cart

Issue Purchase

  • 30 days online access to complete issue
  • Article PDFs can be downloaded
  • Article PDFs can be printed
USD 374.00 Add to cart

* Local tax will be added as applicable

Related Research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.